Big Data has certainly become a buzzword of late. You will find the phrase sprinkled through journal articles, marketing material and widespread across the internet, claiming that it is a panacea to many business ills. But what is Big Data, how is it of use to a call center, and how do you use it to predict future business outcomes?
Call centers have to constantly work to improve their key performance metrics. From average handle time, to call resolutions, to customer experience, call center managers have an enormous challenge before them to make continuous improvements. This is where big data and predictive analytics come into play.
Reinforcement learning “teaches” machines how to learn from past experience and exploit that information to maximize a reward. So, what does reinforcement learning have to do with predicting emotions and future behaviors? Quite a lot, actually.
If we have already come this far with our predictive modeling utilizing unstructured data that would have previously been impossible to collect, what does the future hold? What will our predictive models be like one or two years from now? What potential value can your business gain by being able to predict human behavior?
In the past call centers measured their success using a combination of general metrics and monitored agent performance by randomly selecting phone calls. But only using general metrics to measure performance and quality in the call center is no longer enough, thankfully, this is the era of Big Data Analytics.
RankMiner is an automated, easy to use, predictive analytics solutions for call centers. RankMiner identifies voice-based emotions and behaviors from agent & customer conversations. Using machine-learning algorithms we transform unstructured data into valuable and prescriptive information for Call Centers.
The Future of Call Center Analytics
Machine Learning, emotional voice analytics and predictive modeling are converging to revolutionize how call centers enable their agents and interact with customers. Analyzing the voice recordings captured from each call, Call Centers will now enable agents to perform more effectively during the call, allowing agents to adjust communication style and gain emotional intelligence., and Management to predictive agent & customer behaviors and the associated outcomes.